The final price of the expert service is often known only after the service has been performed. According to the expert interviewed by Kuluttaja magazine, there is nothing wrong with that, as long as the basis for determining the price is explained.
Even if the IT problem is not solved, can we charge a fee according to the price list for trying? By law, yes. Adobe Stock / Anu Kivistö
In need of IT support Kuluttaja magazine the reader was disappointed when contacting Elisa’s Omaguru phone service resulted in a bill of 60 euros, even though no solution to his problem was found.
The reader asked the Consumer if the company is allowed to offer a service whose price is affected by the customer service’s ability to understand and solve the problem. He also wanted to know what kind of services the customer can be charged for.
The Consumer Protection Act is clear on the matter; in matters related to existing contracts, a free telephone service must be offered. However, the Omaguru service is intended for “home IT problems” more broadly.
– The nature of the time-charged service is that the customer pays for the expert’s time, even if the final solution to the problem requires other measures from the customer, Elisa’s service director Niina Hauhio stated to the Consumer.
“Consumer expectations are not decisive”
Special expert of the Finnish Competition and Consumer Authority Joonas Norr did not take a position on the case of the Omaguru customer in question in the Kuluttaja magazine interview, but stated on a general level that a fee may be charged for IT expert services, even if the problem is not resolved.
It is essential that the customer knows that the call is charged and that the price is determined. In the case of Omaguru, each starting call costs three euros, in addition to which the customer pays three euros for each starting minute.
The fact that the problem is not solved and the customer ends up paying for nothing, so to speak, does not mean that there was a mistake in the service offered.
– The assessment of a service error is based on general expectations about the quality of the service, and the personal expectations of an individual consumer are not decisive, Norr told Kuluttaja magazine.